Briefly introduce yourself, your age and educational background?
My name is Brent Arries, I’m 25 years old and have worked in the hospitality industry for three years.
How long have you been in your current position and what were you doing before that?
I held a reception post at The Metropole Hotel before it was revamped into The Grand Daddy Hotel. When the Grand Daddy launched last year, I continued at reception but am now a Duty Manager.
What attracted you to the hospitality industry?
I love working with people and enjoy the fact that no day is ever the same. It is an industry that constantly tests your drive and passion.
How many languages can you speak?
English is my first language and I can understand Afrikaans and speak it a bit. Lots of room to grow though.
How do you deal with angry guests?
There are many ways in which to deal with angry guests. It really depends on the reason for their anger. I try to remain calm and as knowledgeable as possible to be able to provide them with any answers they require. Whether the hotel is to blame for the fault or not, a complimentary bottle of wine or a discounted rate usually suits them well.
How many hours a day is your shift and do you sometimes work overtime?
My shifts range from 7am-3pm or from 3pm-11pm. At The Grand Daddy Hotel, we are lucky to witness some amazing events where my help is needed. I am always on call, so overtime is not an unusual part of the job.
Is there room for career growth within your department?
I chose this industry because I learn something new everyday. There are quite a few departments within this establishment so there is definitely room to grow within this hotel. I will also be studying Business Management next year on a part-time basis to brush up on my knowledge.
What don’t you like about your work?
As the Duty Manager it is essential that you deal directly with guests if there is a complaint. It is not a pleasant experience but its part of the job description.
How has the use of technology impacted on your daily duties?
Technology plays a major role in my daily activities. I use technology to make bookings and also to research various aspects of the industry. I use search engines to access the latest travel and tourism news and to check the latest weather updates for guests heading out for a night on the town etc
Given an opportunity to speak to the hotel CEO about your welfare at work, what would you like him/her to address?
We are extremely lucky in the sense that the owner is very involved in the development of the hotel and is present at the hotel on a daily basis. The Daddy Long Legs Group Director and owner of the hotel, Jody Aufrichtig makes an effort to discuss the welfare of his staff with management. We are all guided, trained and rewarded with great incentives for work well done. At this stage, there is nothing that I would like for him to address as things are taken care of pretty well.
